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At Owens & Minor, we are a critical part of the healthcare process. As a Fortune 500 company with 350+ facilities across the US and 22,000 teammates in over 90 countries, we provide integrated technologies, products and services across the full continuum of care. Customers—and their patients—are at the heart of what we do.

Our mission is to empower our customers to advance healthcare, and our success starts with our teammates.

Owens & Minor teammate benefits include:

+ Medical, dental, and vision insurance, available on first working day

+ 401(k), eligibility after one year of service

+ Employee stock purchase plan

+ Tuition reimbursement

Summary

_*Remote position with preference in White Plains, NY or Downers Grove, IL*_

Drives strategy and manages execution of customer service model for Byram home healthcare business segment. Leads Customer Operations teams while ensuing assigned tasks are complete and goals are met. Accountable for overall customer experience, service operations execution and teammate engagement. Contributes for forward strategy of company.

Core Responsibilities

+ Ensures the Service Operations Team achieves targets across all core KPIs

+ Ensures teammate training programs are successfully implemented and achieve both customer and internal performance standards.

+ Manages resource decision making and planning

+ Establishes and supports policies and procedures that produces high quality service delivery that reflect industry best practices.

+ Create and support processes around a feedback loop, calibration process and other processes to build a scalable quality program

+ Identifies opportunities to improve the customer experience, analyzing trends and exploring improvement opportunities through partnership with the customer experience process improvement team.

+ Provides critical input into the design and implementation of all customer experience related systems and tools.

+ Manages and inspires a team of high performing teammates to advocate for the customer while balancing the needs of the business. Achieves and exceeds service standards by identifying team performance gaps, allocating time to listen, monitor, and provide constructive feedback for performance improvement.

+ Drives rigorous quantitative and qualitative analyses for customer feedback using leading practices.

Qualifying Experience

+ Bachelor’s Degree preferred and/or 10 years of relevant business experience (customer service, revenue cycle, etc.)

+ 5 or more years of leadership experience within relevant field/industry (healthcare, CPG, Retail, Sales/Service, etc.)

+ Experience leading large diverse teams (100+)

+ Proven track record of delivering world class customer experience in customer facing environments

+ Demonstrated experience and leadership in Customer Service or revenue cycle

+ Ability to solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists.

+ Demonstrated skill and confidence in proactively building relationships with top tier partners/leaders both internally and externally

+ Must possess excellent communication skills and the ability to practice proper phone etiquette.

+ Strong ability to make decisions in a changing environment

+ Strong ability to anticipate future needs of the organization

+ Energetic, flexible, collaborative and proactive team leader who welcomes challenges

+ Manages time and resources effectively through strong organization, multi-tasking, delegation, time management and project management skills

_*Salary range 180 - 230k plus bonus & stock but will vary by location*_

\#LI-NA1

If you feel this opportunity could be the next step in your career, we encourage you to apply. This position will accept applications on an ongoing basis.

Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law.

Owens & Minor (O&M) is a global healthcare company providing innovative products and solutions across the continuum of care. Our integrated technology, products, and services empower healthcare providers and manufacturers as they make a difference in the lives of patients every day. O&M is headquartered in Richmond, Virginia and is comprised of 17,000+ global teammates. We operate within distribution, production, customer service, and sales facilities located across the Asia Pacific region, Europe, Latin America and North America. We are proud to service healthcare industry customers in 90 countries where we do business today.

Life at O&M

When you become an Owens & Minor teammate, you’re joining a diverse, vibrant organization with a focus on excellence and integrity. Guided by our shared values—Integrity, Development, Excellence, Accountability, Listening—O&M teammates strive to deliver superior service across the continuum of healthcare. O&M is committed to creating a growth-oriented culture that values each teammate’s perspective and contributions.